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Understanding contact center trends and implementing them properly is the only way to get competitive advantage and overcome rivals in rapidly changing call center industry.

Modern call center has its purpose to not only provide connection between customers and customer service agents, but first of all, to make the issue

The progressive dialer is one of the auto dialers – specific software tools that are used to automate outbound calling processes during telemarketing campaigns. As

You can’t measure whether you reach your contact center objectives without setting up right Key Performance Indicators (KPIs). KPIs, even though they are often confused

The use of VoIP phone systems offers many opportunities for modern businesses. We’re going to take a look at some of them below. Although many

Such an important business department as call center just can’t work properly if there is no consistent strategy for measuring its call center performance and